Changes / Klaviyo / Customer Agent Follow Up Prompts not Appearing
Klaviyo: Major incident: Customer Agent Follow Up Prompts not Appearing
Summary
Klaviyo reported a major Customer Agent Web Chat outage starting 2025-12-03 19:57 UTC, lasting 38 min and resolved at 2025-12-03 20:36 UTC. Missing follow-up prompts prevented users from continuing conversations or escalating to a human agent; SMS chat was unaffected. Klaviyo identified a recent change as the cause and restored prompts by reverting it.
Machine-written from the diff below (Sol; type: incident outage). Check the diff before relying on it.
What changed
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After: Customer Agent Follow Up Prompts not Appearing
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After: major
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After: resolved
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After: 2025-12-03 19:57 UTC
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After: 2025-12-03 20:36 UTC
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After: Customer Agent, K:Service - Customer Agent
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After: We are currently investigating an issue impacting Customer Agent follow-up prompts beginning around 11:20 AM US/Eastern. Follow-up prompts are not appearing after replies from the AI Agent. This prevents end users from continuing the conversation or escalating to a human agent. We'll provide updates as more information is available.
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After: As of 3:00 PM US/Eastern, we confirmed this issue is only impacted Web Chat. Customer Agent via SMS chat is not impacted. We have identified a recent change as the root cause and will be reverting this shortly. We continue to monitor closely and appreciate your patience throughout this incident.
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After: We successfully reverted the change and have confirmed that Customer Agent Web Chat follow-up prompts are sending as expected. We will continue to monitor to ensure there is no further impact.
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After: Monitoring is complete, and this incident has been resolved. We appreciate your patience throughout this incident.
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History of this incident
| When (UTC) | Change | Kind |
|---|---|---|
| Major incident: Customer Agent Follow Up Prompts not Appearing (this change) Klaviyo reported a major Customer Agent Web Chat outage starting 2025-12-03 19:57 UTC, lasting 38 min and resolved at 2025-12-03 20:36 UTC. Missing follow-up prompts prevented users from continuing conversations or escalating to a human agent; SMS chat was unaffected. Klaviyo identified a recent change as the cause and restored prompts by reverting it. | Major incident |